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Citizens Customer Experience Manager in Boston, Massachusetts


Location: Remote

Digital and Customer Experience Team is a high impact group within Citizens Bank with a mission to build on our values “we are citizens helping citizens reach their potential” and create customer-centric products that make a difference in the lives of the customers we serve. Our team focuses on delivering distinctive digital experiences and thinking entrepreneurially about emerging technologies to help drive new opportunities for Citizens.

The Digital Adoption & Virtual Customer Experience team within Citizens Digital is looking for a talented and passionate Head of Virtual Customer Experience to join our team. The person taking this role will shape the strategy that brings synergy across the entire organization for all matters involving the delivery and fulfillment of chat and bot optimization that will ensure Citizens market leadership.

What you’ll do:

  • Own the future state and product roadmap for the organization; communicate this vision effectively with key stakeholders throughout the company.

  • Manage the transfer of skills from human to machine to ensure the that bot optimization reflects human know-how, values, and expertise.

  • Discover the “why” around stakeholder requests for new features and work with partners to determine tech feasibility, priority, and business value.

  • Partner with line of business heads to translate customer needs into UX/UI facilitating the bot’s ability to deliver personalized and contextual information in real-time.

  • Team up with Contact Center to shepherd products through the development process, advocating for the best outcomes to drive transactions to unassisted channels.

  • Collaborate with Finance and Analytic Teams, lead the initiatives for communicating bot OKRs and overall channel value.




  • Outside in looking leader who can “work the matrix” and gain credibility quickly with internal and external stakeholders.

  • Deep experience in delivering chatbot capabilities using agile methodology focused on new product development, digital self-service, engagement strategies, and growth opportunities.

  • 7+ years of experience in a Digital function, preferably with service capabilities emphasis.

  • Success in leading teams across related but disparate functions to support successful deployment of new capabilities and integrated experiences.

  • 5+ years of experience in financial services industry.

  • Awareness of machine learning and natural language processing.


  • Demonstrates impressive intellectual horsepower and critical thinking skills and can be assertive to the existing team with strong bias to action.

  • Experience in developing chatbot and web services design, development, testing, and maintenance.

  • Experience with Jira, Confluence, and Tableau is a plus

  • Analytical mindset using both quantitative and qualitative tools to prioritize and solve problems.

    Education and Certifications

  • Required: Bachelor's degree required

    *This role is not available in Colorado


    We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more.



Why Work for Us

At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth.

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws.

Equal Employment and Opportunity Employer/Disabled/Veteran

Citizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.